Fibre broadband speed - your opinions please

I got Plusnet fibre broadband about a month ago. When I placed the order, Plusnet sent me an email telling me my estimated speed was 80Mbps. I am consistently getting 30Mbps. I get this via ethernet cable and also if I put my wireless laptop next to the router (which is downstairs where the BT line comes into the house). Upstairs, the speed varies from 10Mbps to 20Mbps.

I am in south London and the green cabinet on my street is less than 50 yards from my house, so I don't understand why the actual speed is so far out of line with the estimate.

The other thing that puzzles me is that the engineer Plusnet sent has left us with two routers, one sitting on top of the other and the two connected by a cable. One of the routers looks just like the ordinary broadband router I used to have before I upgraded to fibre. I assume that's how it works, but it seems odd.

Your opinions much appreciated before I raise the issue with Plusnet.

You don't have two routers. One is a modem supplied by BT and the other is the router supplied by Plusnet.

In reply to a post by greenwich:

I got Plusnet fibre broadband about a month ago. When I placed the order, Plusnet sent me an email telling me my estimated speed was 80Mbps. I am consistently getting 30Mbps. I get this via ethernet cable and also if I put my wireless laptop next to the router (which is downstairs where the BT line comes into the house). Upstairs, the speed varies from 10Mbps to 20Mbps.

What are you using to determine the speed? Can you do a BT Wholesale test, click the Further Diagnostics button and report back what it gives as your IP profile?

In reply to a post by greenwich:

The other thing that puzzles me is that the engineer Plusnet sent has left us with two routers, one sitting on top of the other and the two connected by a cable. One of the routers looks just like the ordinary broadband router I used to have before I upgraded to fibre. I assume that's how it works, but it seems odd.

As posted, you should have a router and a modem. But I would have expected the router to be sent out in advance by Plusnet, not brought by the engineer, unless Plusnet is now using fully managed installs.

Names and model numbers for the two devices, suspect it is as people have said.

Normally if the upload is able to reach 20 Mbps, then you'd expect the download to get close to the 80 as well. Maybe an IP Profile setting needs tweaking at the PlusNet end - wild guess time.

Upstairs, not upload . As in postcodecard.

In reply to a post by MrSaffron:

Maybe an IP Profile setting needs tweaking at the PlusNet end - wild guess time.

Quite possible but it would be useful to have the IP profile first.

greenwich
First thing to do is NOT to have them on top of each other, they both need to have ventilation or Heat will affect the speed. Stick them side by side.

I assume the laptop is fairly new, under 3 years old, or it could be affecting the speed as well.

Use the speed tester on here to tell us the upload and download speed, you should be able to post a link to the test so that others can see what you are getting.

A BT speed test result is also useful.

Thank you everyone for your replies. Here are my updates:

I did a test on the BT wholesale site. It gave me 31.64 download, 8.63 upload, ping latency 40.13. This is with laptop connected by Ethernet to the router with everything else turned off. I clicked on further diagnostics, entered my phone number and clicked for the diagnostics but it says: "Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service." So I can't give you my IP profile.

I did a speed test here (which is what I was doing before). This is the latest result, again downstairs but using wireless and with my laptop right next to the router:
http://www.thinkbroadband.com/speedtest/results.html...

The modem was brought by the BT engineer and the router came in the post from Plusnet. The router model is TG582n Technicolour. Not sure what the modem model is but the back of it says B-FOCuS Type 1B. I have moved the router up to the window sill, a few feet above the modem, which is on a little table in the hallway. This has meant that the speeds upstairs have improved from 10Mbps to the 13-24Mbps range, which I appreciate. My laptop is about 3 years old (Win7, 4Mb RAM).

Would appreciate your further thoughts, particularly about why I can't get an IP profile.

Edited by deleted (Wed 27-Nov-13 08:27:39)

What does it give as your current line speed in the Plusnet member centre? That might give some clue. As for the IP profile, I don't know why it doesn't work, keep trying. BTW there is really little point in posting wireless speed test results, only a wired test really counts, there are too many unknowns with wireless.

In reply to a post by kasg:

What does it give as your current line speed in the Plusnet member centre? That might give some clue.

I just checked and it says:

Estimated line speed:
80Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2013-10-16 19:53:03
Current line speed:
33.8 Mb

This seems to confirm the speeds I have been measuring.

In reply to a post by kasg:

As for the IP profile, I don't know why it doesn't work, keep trying. BTW there is really little point in posting wireless speed test results, only a wired test really counts, there are too many unknowns with wireless.

I can attach new test results when I get home tonight, using Ethernet. But the test I linked to was done with the laptop right next to the router and it gave about the same reading as the BT wholesale speed test I mentioned in the same post, which was done with an Ethernet cable and with wireless disabled on the laptop.

Always do speed tests with an Ethernet cable, NOT over wireless.

Wireless has too many other factors that can change the speed on a minute by minute basis, its fine for being able to move around the house and connect where ever you want, but as you have already seen, testing in different locations mean different results.

Speed test via the cable with the wireless off - that will give you the results of what you are getting from your connection.

In reply to a post by greenwich:

Estimated line speed:
80Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2013-10-16 19:53:03
Current line speed:
33.8 Mb

This seems to confirm the speeds I have been measuring.

It either confirms it, in that it is an accurate reflection of your IP profile and hence sync speed which is, as you say, much less than it should be given your estimate, OR it is artificially restricting you because it has been set incorrectly. In the absence of a sync speed/IP profile we can't tell which, but Plusnet should be able to reset it to the default value (78 Mb I think) if you ask.

I would suggest that you are on the Plusnet Essential Fibre Broadband account which, regardless of your line's capabilities, provides download speeds of up to 38Mb and uploads of up to 9.5Mb. This certainly ties in with your speed test results. To achieve better speeds you would need to upgrade to a Plusnet Unlimited Fibre Broadband account, which gives up to 76Mb download and up to 19.5Mb upload. This is the account I have and my speed test results are normally 73Mb down and 18Mb up.
If you upgrade your account you will not need to alter any of the hardware or connections in your house.
Incidentally I have no links with Plusnet other than being a satisfied customer!

In reply to a post by ajb1946:

I would suggest that you are on the Plusnet Essential Fibre Broadband account which, regardless of your line's capabilities, provides download speeds of up to 38Mb and uploads of up to 9.5Mb. This certainly ties in with your speed test results. To achieve better speeds you would need to upgrade to a Plusnet Unlimited Fibre Broadband account, which gives up to 76Mb download and up to 19.5Mb upload. This is the account I have and my speed test results are normally 73Mb down and 18Mb up.
If you upgrade your account you will not need to alter any of the hardware or connections in your house.
Incidentally I have no links with Plusnet other than being a satisfied customer!

I ordered Unlimited and the Plusnet member centre is telling me I have got Unlimited but I wonder if something went wrong with the order and there is a 38Mbps limit as you suggest, and this ties in with what kasg is saying.

I will wait to see if anyone has any other advice before I call Plusnet.

In reply to a post by greenwich:

I will wait to see if anyone has any other advice before I call Plusnet.

Why?

In reply to a post by RobertoS:

In reply to a post by greenwich:

I will wait to see if anyone has any other advice before I call Plusnet.

Why?

Just in case some other useful info is offered to me. I have already learnt a lot in the last 24 hours. Until yesterday I did not know about the BT wholesale site or about IP profiles or about the modem and router being kept separated and about the speed info on the member centre etc. I have lived with the current speed for a month, so I can live for another day while waiting in case someone else has a good insight.

Fair enough. I think you probably have most of the info now though, until we find out from PlusNet via you what product you have actually been provisioned on.

In reply to a post by greenwich:

Just in case some other useful info is offered to me.

Do you have an email from Plusnet outlining your contract with them? If so, copy the relevant part of it to a post so that we can see just what the position is with Plusnet.

In reply to a post by Wagstaff:

In reply to a post by greenwich:

Just in case some other useful info is offered to me.

Do you have an email from Plusnet outlining your contract with them? If so, copy the relevant part of it to a post so that we can see just what the position is with Plusnet.

Below is a paste from the email I got last month from Plusnet when I got the fibre broadband, and it's confirmed by the member centre on their website:

Dear Mr XXXXX,

Your product change is now complete, here are the details:

This is your account type.
Broadband Product Plusnet Unlimited Fibre (Without Phone)




This is an estimate of the line speed you'll get.
Estimated speed 80 Mbps

In reply to a post by greenwich:

In reply to a post by Wagstaff:

Do you have an email from Plusnet outlining your contract with them? If so, copy the relevant part of it to a post so that we can see just what the position is with Plusnet.

Below is a paste from the email I got last month from Plusnet when I got the fibre broadband, and it's confirmed by the member centre on their website:

Dear Mr XXXXX,

Your product change is now complete, here are the details:

This is your account type.
Broadband Product Plusnet Unlimited Fibre (Without Phone)




This is an estimate of the line speed you'll get.
Estimated speed 80 Mbps

That's certainly clear enough. Time to contact Plusnet direct and ask them why you're not getting 76Mbps downstream.

Hi, happy to take a look into things for you if you could drop me a PM with your username?

In reply to a post by orbrey:

Hi, happy to take a look into things for you if you could drop me a PM with your username?

Thanks, Matthew! PM just sent.

Latest update. Plusnet have checked and PM'd me to say that I am on the 80Mbps service already. They have advised me to raise a fault and they will investigate further.

I'll come back and let y'all know how this turns out.

On the speed test you posted.

http://www.thinkbroadband.com/speedtest/results.html...

While speeds are not as high you hoped, that is a good speed test, i.e. single and multiple threads are same speed. So PC setup OK, and if wireless was an issue you would see more wobble on the download graphs.

I quickly looked, but have you confirmed your distance to the fibre cabinet in the street? e.g. if its around 600 to 700m then your speeds are about right and the original estimate was wrong. If the cabinet is within 150m of your home then full 76 Mbps speed tests could be possible.

http://www.thinkbroadband.com/guide/fibre-broadband.... gives you an idea of the speed versus distance pattern.

Edited by MrSaffron (Thu 28-Nov-13 13:12:28)

Is the cabinet 50 yards from you shown on this page? There should be a BT PCP one with a three-digit or fewer number on it, and somewhere probably within 50 yards of that and unnumbered one of the two Huawei or single ECI ones.

A 6-digit or so number stencilled on is Virgin Media.

Trying that BT test and further Diagnostics again may be worth a try.

I estimate I live less than 50 yards from the green cabinet. That's 150 feet which is about 45m. So even if my estimate is wrong by a large percentage, that is still well within the 100m within which I should get the maximum speed. I would have to live half a mile away to expect to get the speed I am actually getting, according to the table Mr Saffron linked to.

The green cabinet at the end of my street looks new but I will have to wait till I see it in daylight to see what's written on it, which won't be till the weekend.

Update for you all.

Plusnet sent a BT engineer round this morning. He said that he had tested the line and measured about the same speed that I have been getting. He then unscrewed the faceplate for the phone socket and told me that the wiring had been done incorrectly by whoever installed the fibre broadband. Apparently the signal which was supposed to go first to the modem was being routed to the phone extensions (I may have got this a bit wrong). He changed the wiring and phoned someone to reset the line. He then said he was now getting 79Mbps on his testing equipment, compared to the 30Mbps I have been getting.

Then I connected up my laptop to the router by Ethernet cable. And I am still getting 30Mbps. This is on the 3-year old Win7 laptop and also on the Win8 laptop which is new.

So I now wait to see what Plusnet say when they get his report. He thought the router must be at fault. I hope he's right as that problem is easy to fix. I'll let you know what happens next.

Check that the Plusnet IP Profile has updated

What does https://portal.plus.net/my.html?action=data_transfer... say for your current line speed?

The Plusnet current line speed updates a few times a day. Not instantly. As has been said, it could be that.

Run the BT Wholesale Performance Test, ignoring all the red instructions! Just say you've done them, then click the Further Diagnostics button at the bottom of the first results page, look for the Downstream IP Profile in the text box.

What does that say?

Edited by RobertoS (Sat 07-Dec-13 23:50:46)

The PlusNet member centre page gives exactly the same "current line speed" as it did before (33.8 Mbps). That's about what I get from the BT Wholesale speed test but, as before, it won't give me an IP profile. When I try the Further Diagnostics option, it still says: "Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information."

In reply to a post by greenwich:

The PlusNet member centre page gives exactly the same "current line speed" as it did before (33.8 Mbps).

I suggest you give them a nudge to get it updated. The engineer has confirmed you are connecting at full speed so, irrespective of the fact you can't get an IP profile, it should be set to the highest possible value.

Their text to confirm the engineer's appointment said they could take up to 72 hours after visit to get back to me. I will give them time and then call them, though I gather there are longer waiting times right now.

Some good news at last. Plusnet texted me to ask me to reboot the router. Doh! An obvious step but I hadn't thought of it and nor had the BT engineer on Saturday. Anyway, after rebooting, my speed via the ethernet cable has shot up close to the 70 Mbps level:

http://www.thinkbroadband.com/speedtest/results.html...

The bad news is that the wifi speeds have gone haywire. I tested the speed by wireless in the bedroom where last Saturday I tried and failed to stream Match of the Day because the speed was too low. I got about 2 Mbps at first. Then less than ten minutes later, the speed was up to 35 Mbps. I got a 5 Mbps reading in the other bedroom, where I used to get up to 20 Mbps before.

Will have to keep an eye on the wireless speeds and hope they settle down to a good value, as we only use wireless, since the router is in the hallway. In the meantime, thanks to everyone, including Plusnet, for the support.

If there are several wireless networks in the area the only option will be to upgrade and add a 5GHz wireless access point.

... and hope the rest of the kit supports 5GHz.

Wireless speeds still poor upstairs. Plusnet have said that my wireless issues are not regarded as a fault. They have referred me to the advice on their website about how to improve the wireless signal and I will try it at the weekend. I was also thinking of MrSaffron's suggestion of buying extra kit, though that will need some research.